Experience

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  PADI

  • Rancho Santa Margarita, California, United States

  • Technical Customer Support Representative III

    • Jan 2024 - Present
    • Rancho Santa Margarita, California, United States

    • Respond to over 50 tickets daily regarding members/consumers inquiries concerning eLearning, eCard, online accounts and application status/services• Provide total customer service by answering basic questions about products and user journey over the phone, resulting in over 20 calls daily• Engage in real-time troubleshooting while customer is on the telephone and submit a service request to Product & Technology• Partner with Product Teams to complete User SQA testing feedback for product and project development

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  Fresh N​ Lean

  • Anaheim, California, United States

  • Customer Experience Advocate

    • Mar 2023 - Aug 2023
    • Anaheim, California, United States

    • Managed an average of 40 inbound and outbound calls daily, assisting customers with inquiries and resolving issues promptly• Addressed over 60 customer questions and concerns daily through emails, upholding a 95% satisfaction rating• Consistently surpassed daily targets, resulting in a 20% boost in productivity by maintaining over 100 submitted tickets• Collaborated with a small team for productivity feedback and assisted with questions• Assisted newly customers with subscription signups, product information, and developed relationships

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  Granite Media LLC

  • Irvine, California, United States

  • Customer Service Representative

    • Jun 2022 - Feb 2023
    • Irvine, California, United States

    • Assisted with over 150 opted candidates daily to ensure assistance for disabilitybenefits• Logged detailed notes into CRM software for review, resulting in 50% of candidatesbeing approved• Collaborated closely with attorneys providing candidates information with a conversionrating of 45%

• 

  Maximus

  • Irvine, California, United States

  • Technical Support Specialist

    • Jan 2021 - Apr 2022
    • Irvine, California, United States

    • Provided desktop support for standard Level 1 tasks, including password resets,software installation, and configuration, ultimately leading to a 20% increase resolvedclaims• Handled a substantial volume of over 50 inbound and outbound calls daily,guaranteeing timely responses to customer inquiries and claims• Communicated with end-users to troubleshoot and resolve related issues, resulting in a 15% decrease in high priority claims and solved over 75 tickets daily• Collaborated with a small team for productivity feedback and assistance of certain questions• Provided remote assistance to customers, successfully resolving complex issues and ensuring satisfaction

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  Buena Park Library

  • Buena Park, California, United States

  • Help Desk Support

    • Aug 2019 - Aug 2020
    • Buena Park, California, United States

    • Offered service desk assistance, successfully resolving an average of 15-20 issues per day, which led to a high 95% satisfaction rate among patrons• Performed fundamental troubleshooting and identification for more than 50 patrons daily• Assumed the role of the main point of contact for assistance, guaranteeing a singular contact point for patrons, streamlining the support process, and decreasing response times by 30%• Conducted thorough analysis on more than 10 cases per week, pinpointing compliance concerns and areas for enhancement. This initiative resulted in the adoption of 15 suggested improvements in the support process, ultimately enhancing efficiency and diminishing the volume of support tickets